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Warranty? - Inno3D GeForce GTX 980Ti Hybrid Black Edition

Hmmmm...

So the card sat inside your case, you haven't physically touched it and it went pop and they wont honor the warranty ? and your ok with this ?

If it blew up through no fault of your own then surely warranty should cover this.

Stop being a push over and I say that with respect, if you genuinley didn't break it then it must be covered under warranty.

What did they specifically say was the physical damage and the cause ? These are the questions id be asking.
 
geordiejc said:
Hmmmm...

So the card sat inside your case, you haven't physically touched it and it went pop and they wont honor the warranty ? and your ok with this ?

If it blew up through no fault of your own then surely warranty should cover this.

Stop being a push over and I say that with respect, if you genuinley didn't break it then it must be covered under warranty.

What did they specifically say was the physical damage and the cause ? These are the questions id be asking.
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Agree with you there ..if it was only sat there in his pc and went pop ..and inno3d have rejected it ..then its a poor show from them ..and yes more peeps should stand up more to these corps as i have seen it too many times with rejections with rma's when there clearly under warranty ... but if bailey can get a replacement housing and its works after replacing then all is good ..but still not happy with Inno3d on this one
 
If I had to put money on it given the pics/what you wrote I'd say the loop is contaminated or corroding and pressure built up inside, failing in such a way that it then pushed the shroud off as the cooler failed and expanded by bowing out the copper plate. Hard to say for sure without disassembling and having a proper look but makes a lot more sense then a chip expanding! I've had a surprising amount of pressure build up when I tried to use mayhems in an aqua computer aluminium reservoir/pump combo on my CNC machine, thankfully it found a way out through a leaking G1/4 plug.

Given that you turned the computer off straight away and it was still working when you did so, I would guess that if the above is correct you have a good chance the card itself is fine and just needs a new cooler. If Inno3D continue to refuse the RMA (mind boggling to me) then at least it would be a good excuse to do a custom loop if you can find a suitable water block.
 
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h00x said:
Oh I'm angry but OCUK or anyone here cannot do much. If Inno3D do not accept my hands are tied. Once I get the card back I can look under the cooler and check if theres fluids in the pipes. Once I've inspected it I can I guess speak to Inno3D directly and try and plead a case.
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The thing O.C.U.K could have done is to send the card to Inno 3D. No point in getting angry but I would politely ask O.C.U.K to do that.

You could also provide a brief history of what you have done with the card i.e its sat in my case for two years. Removed once for cleaning, etc etc. Demonstrate clearly in writing that the card was not physically damaged by you.

At the moment O.C.U.K is suggesting that its Inno 3d that have refused the warranty, yet they have not fully examined the card and cannot make that determination. They are relying at the moment on o.c.u.k to determine that.

Lack of clarity as to who exactly is making the decision here. i.e you're claim has been rejected after the card was inspected, that is the issue. You're claim failed at this point in the processes.

It was not inspected by Inno 3d but someone else acting for them.
 
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Sorry for the delay in a proper response had a busy day.

To give some explanation

The card was put into a new build machine back in October 2015. Its been sat in there since and had a clean every 6-8 months - it was never taken out the PCI slot just left in place. PC is turned off at night. The PC itself has been moved twice since then - once when I took it off my old desk and once to put it back into its new home.

The pictures I took in the original post were straight after I removed the card and placed it down but as soon as I moved it any further more of the plastic around the screws came away and the shroud came effectively totally away from the card. Just to also clarify ... I head a "pop", then my monitor lost signal / no receiving a display. I then heard a hissing sound (I would presume coolant leak). At that point in a matter of seconds I had turned my PC off and removed power.

What @Zeeflyboy said makes a lot of sense to be fair and it did look like one of pipes had a crack in it. Would that be covered under warranty?

@efish - Overclockers as they have said sent the pictures over to Inno3D as Overclockers have never seen this issue on an Hybrid card. They waited for the advise of Inno3D who have refused the warranty claim as physical damage. I find this a bit "quick" as if its something what has never been seen before surely they would have wanted a close look at the card. Instead I have my return tracking details from Overclock already. So I presume I will have the card back with me by the end of this week.

The warranty claim is for the physical damage so I would have presumed a more indepth look at the card would have taken place by Overclockers. Taking a look at the pipes and causes of the damage and removing the shroud to look at the chip and underside of the cooler.

@Bailey could maybe advise on if this actually took place or it was just a quick look at the cooler mounts which took place. Also thank you for trying to organize some replacement parts that's appreciated and fingers crossed it at least saves my card - if its my only option.

This is the first card I've had to return in any way shape or form so not sure where I stand with warranty and returns. I believe the burden is for me to prove the product is at fault but I'm not sure how I can do that with the issue and damage as it is. - I could argue the fact that I have the same exact card currently sat in my PC working without issue, which shows that there is an issue with the faulty card?
 
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"I believe the burden is for me to prove the product is at fault"

Yes and what this generally refers to is an issue that existed on receiving a product. i.e a fault or damage that occurred before shipping. A claim here would normally be made within 30 days.

It would appear to be what Inno 3d is referring to when they told you the card did not ship like that.

I don't see any grounds for confusion, it seems rather odd that Inno appear to have leaped to the conclusion that you are making a claim based on the fact that damage occurred before shipping and you have only just noticed years later.

It seems a somewhat unreasonable assumption to make. It leaves you with the impression that not much thought was given to the decision to reject your claim. Or indeed that no thought was required to reach a decision to reject it.
 
I would be fighting that. There is no way that such a expensive card should be denied a RMA based on photographs that don't even show the card taken apart to actually find out what has gone wrong. Clearly there has been some catastrophic failure in the cooler and for Inno3D (and OCUK to a lesser extent) to simply brush it aside is completely unacceptable. That's another GPU manufacturer off my list.

I don't suppose you purchased the GPU on a credit card? If you did I would be looking at getting them involved.
 
Update from me

Inno3D have come back to me this morning after a bit of badgering from my part and will be shipping me a new cooler and mounting hardware.

All sorted

Bailey
 
@pastymuncher - Yes the whole PC build was bought from OCUK and on credit card. The thought had crossed my mind to go down that route.

@Bailey - Getting the cooler and mounting hardware is greatly appreciated but as with the general opinion here there must but something else which can be done. Was an inspection to find the root cause of the card failure event conducted and if not - can I get the card returned to yourselves for this?

The fact that I have an identical card of exactly the same age and usage time sat in my PC working without issue surely shows one card has an issue and is not fit for purpose / satisfactory quality?
 
@h00x I don't believe that the card has even left OCUK. It would seem that Bailey sent pictures to Inno3D (the ones he shared above) and Inno3D refused the claim based on those pictures. If the new cooler fixes the card then all is well but what happens if something actually failed on the card caused by or even causing the cooler failure? That would still leave you with a expensive dead card that nobody will honour the warranty on even though it's no fault of your own. I expect that OCUK will examine the card thoroughly when they take the cooler off and if no damage is found then hopefully the new cooler will have the card up and running again but if it is still dead and nobody will honour the warranty that is the time to take drastic steps and get the credit card pwople involved.
 
@Ezyryder - its not on the way back. It is back with me - delivery was earlier on today at 10:14 (less then 24 hours then when I had talked to OCUK on the phone - cracking service!).

@pastymuncher The new cooler / shroud is appreciated but the same thoughts had crossed my mind. If the card is now damaged the warranty will not be honored as I'm not an authorized repairer / all the rest of it. I'm going to give OCUK a call and see what they can do if anything for me - if not I've already spoken to my bank and got the forms on the way.
 
Absolutely ridiculous the issues the op is having with this. Would be giving Overclockers a last chance to get Inno accept the RMA otherwise I would go down the credit card refund route.

Wouldn’t try to fit the new cooler as you will void any warranty anyway so not worth it. Only try if it Inno refuse the RMA again and you’ve got the refund off your credit card.
 
Joeyuk said:
Absolutely ridiculous the issues the op is having with this.
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Indeed. You would also think that whatever has happened inno 3d would want to give the card a complete in- house examination.

Its not unknown for plastic to crack when its constantly heated and then cooled.

Some pics of an issue with the Corsair H100i (different fitting and plastic but the stress pattern looks like it may offer some comparison)

link

In this case the cover is cosmetic so not important for proper functioning of the cooler. Response from corsair however is " I will ask our Engineering to take a look at this."

p.s a non-scientific experiment would be to check how hot the plastic is round those metal screws on you're existing card after use.

I am reasonable certain the evga hybrid I have has all metal fittings for the screw mounts. I suspect there may be an obvious reason for that.
 
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Id be demanding inno3d physically check the product not just judge on photos, your legally entitled to a second opinion. The warranty is also with inno3d at this point technically not overclockers.

Its very easy to miss things on photos, its okay getting sent a replacement bits but you will void the warranty at that point and there is no guarantee it fixes the issue.

If they have told you never seen the issue before its also likely that well how could you of done the damage in such a unique way? nothing adds up.

The least id be accepting is overclockers send it to them, if they still refuse upon physical inspection you want a full written report as to why. Offer to cover postage if its rejected too least your working with them to an extent.
 
If all else fails - small claims court, I can guarantee they will send you a complete replacement pretty damn quick (as it will cost them a lot more money to defend a claim in the court than it will to send you a replacement). I would be writing a "Letter Before Action" at this point and you can file the claim online (it costs about 70 quid but you would claim that back in your filing).

I have the same card (currently in my wife's machine until the 2080 Tis arrive) and my experience with Inno3D has been woeful. The fan on the radiator for these cards is just lousy and the card overheats too easily. I had to replace the stock fan with two Noctuas (push/pull) to make the card perform as it should and then because there is no way to unplug the attached fan you have a fan hanging around forever (I had mine attached to the side panel just to keep it out of the way).

I emailed Inno3D about the poor fan performance (given the card cost 500 quid at the end of 2016 when I bought it, at such a premium price it should have had much better performance) and to say their response was underwhelming is an understatement.
 
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